KOLEJ CQ-TEC

46H-2, TINGKAT 2, JALAN PJS 8/2

DATARAN MENTARI, 46150 PETALING JAYA
SELANGOR DARUL EHSAN.

KERTAS PENERANGAN
( INFORMATION SHEET )
KOD DAN NAMA
PROGRAM /
PROGRAMS CODE &
NAME

FB-024-2:2012 / OFFICE ADMINISTRATION

TAHAP / LEVEL

LEVEL 2

NO. DAN TAJUK UNIT

KOMPETENSI /
COMPETENCY UNIT NO.
AND TITLE

C02- OUTGOING COMMUNICATION

NO. DAN PENYATAAN

AKTIVITI KERJA / WORK
ACTIVITIES NO. AND
STATEMENT

1.IDENTIFY OUTGOING COMMUNICATIONS

REQUIREMENT
2.PROCESS OUTGOING COMMUNICATION
3.RECORD OUTGOING COMMUNICATION

NO. KOD / CODE NUM.

FB-024-2:2012/C02/P(2/3)

Page : 1

Of :

TAJUK/TITLE: PROCESS OUTGOING COMMUNICATION

TUJUAN/PURPOSE:
This Information Sheet is intended to describe on all activities involved in outgoing
communication to enhance the users knowledge relevant to the process outgoing
communication.
By understanding the material in this chapter, trainees will be able to:
1. Identify outgoing telephone etiquette and procedures
2. Identify facsimile machine usage procedures
3. Describe the procedure to prepare outgoing facsimile cover page

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Outgoing telephone etiquette

-

Telephone etiquette is an important aspect of managing a successful small

business.

You need to keep in mind that every caller could be a potential or existing
customer, and the way that you handle calls will directly impact your ability to win
new customers, build relationships and increase sales.

Telephone etiquette allows you to communicate effectively, reduces the

possibility of misunderstandings and shows professionalism.

Telephone etiquette is important when you are making calls as well as when you
are answering calls.

When the telephone rings in your business, you should aim to answer it on the
second ring whenever possible.

You should answer the phone with a greeting followed by your business name
and then your own name.

Don't put people on hold immediately after answering the phone as people may
interpret this as rude and think you aren't interested in their inquiry.

When you are talking on the phone, it is important that you speak clearly and
loudly enough for people to understand you. You might also need to speak
slowly if the other person is taking down notes or prices based on what you are
saying.

You should always have a notepad and something to write with when talking on
the phone in case there is something important that you need to note down. Also
have any necessary information or documents at hand in case you are asked
about specific information.

When making outgoing calls to either individuals or businesses, you should try to
keep your calls within business hours. Remember that the person you have
called may be busy, so be prepared to wait on hold, leave a message or call

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back later. If you accidently call a wrong number, apologies and state your
mistake before you hang up.

Procedure of phone calls

-

Answering the phone with a smile on your face might sound cheesy but it
really works. It doesnt matter if you are having a bad day, are half way through a
complicated spreadsheet or half way out of the door on the way home. Your
caller takes priority. Warm and enthusiastic is suddenly the order of the day.

Always mention your company name in your greeting. It confirms where the
caller is ringing without them having to check and sets the tone for a professional
conversation.

Speak clearly and use professional language enunciate every word and
avoid using cheers, uh-huh, mate ,yeah etc. You are speaking to a business
contact not your drinking pal. Keep it friendly but business-like.

When taking a message check the information you are noting. Re-confirm any
spellings that you are unsure of back to the caller. I can almost guarantee any
subsequent emails to Katy will put you on the back foot if you put Dear Katie.
If you are taking down email addresses or telephone numbers always read these
back. You dont want a red hot business lead in your hand that you cant get
back to.

Learn the phonetic alphabet and use it when you are confirming spellings back.
Its not difficult to pick up and N for November sounds so much better than So
thats N for Noddy?

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Even if you have no idea what they are talking about remain positive and
professional by using let me find that out for you and come back to you rather
than I dont know as it shows interest and a willingness to help.

If possible give the caller an idea when they can expect a call back. If your
colleague is in a meeting or out of the office for the afternoon explain it may be
the following day that they get a response and check if someone else can help
them. Your poor colleague may well get a frosty reception if they call back a day
later and from the way you took the message the caller had expected a quicker
response.

If you have to put people on hold make sure you go back to update them
every few seconds or so and remember to keep offering to have them called
back

Be aware your out of hours callers are just as important as those who call
within office hours. You may well receive calls in the evening and over the
weekend particularly if your callers are consumers. Have a professional call
answering service in place for these people your next big sale could come
through when your office is closed. Dont put them off by letting the phone ring or
using an impersonal answer phone. A new customer will almost certainly call the
next business in your industry that bothers to pick up.

Facsimile machine usage procedures

Step 1
Create a fax cover page for your transmission. Most companies have a standard cover
page with the company logo and space for the number of pages to be transmitted,
including the cover page. Include sender contact information in case there is a
transmission problem, and recipient information so the document can be delivered to
the right person.
Step 2

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Place the pages on the tray so that the cover page will transmit first. Most fax machines
have an input tray or slot to receive the document to be transmitted. Be sure you orient
the document according to the instructions that are usually found on the machine or
tray itself. If you place it the wrong-side down, you will transmit a blank sheet of paper.
Step 3
Enter the phone number of the destination fax machine on the fax machines keypad.
Your businesss phone system may require you to enter a number to acquire an outside
line, so be sure to follow your internal procedures for phone calls.
Step 4
Press the Start or Send button to begin the transmission. The fax machine scans the
document, dials the destination number and transmits the document. When finished, it
prints a transmission status page with either an OK or a Transmission Failed
message. If the latter is the case, repeat the process.

Computer and Scanner

Step 1
Scan the document you want to transmit into a word processing document or an
imaging document. Settings depend on your particular scanner, but should be at least
300 dots per inch, or dpi. Document types available may be Image, Text, Color or
Black and White.
Step 2
Click File, then Print. If you have fax software installed, you should see "Fax Printer"
as one of the options. If you do not see this option, install the fax machine's software on
your computer. Select the Fax Printer and click OK to start the fax information dialog
process.
Step 3

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Enter information into the dialog boxes. This includes sender and recipient information,
as well as the phone number of the recipients fax machine. You may have the option of
sending a cover sheet that will incorporate all of this information. Click OK or
Finished on the final dialog to start the fax process and open the fax monitor window.
If your computers volume is on, you hear the dial process begin, and when the fax is
sent, you get a confirmation in the fax monitor window.
Procedure to prepare outgoing facsimile cover page

Procedure of Outgoing Mail

Mail sent out of the office is documented on an outgoing mail log which describes the
date and to whom it was sent, by whom and what it was regarding. The outgoing mail
logs are kept in a binder, which is located next to the outgoing mail bin.
Step-by-Step: Sending E-mail Attachments
Here's how to e-mail documents, spreadsheets, photos or any other type of file. The
example below uses Microsoft Outlook, but most e-mail programs, even Web-based email like Gmail, Hotmail and Yahoo! Mail, work the same way. (Here are instructions for
Yahoo! Mail.

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1. Open your e-mail program, launch a new message window and compose your
message.

2. Click the attachment icon (the paper clip) or insert the file by selecting from the dropdown menu.

3.Browse your hard drive or removable disks to locate the file you want to attach. Click
it to highlight the name, then click the Insert button.

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4.An icon or message should now appear indicating that the file has been attached.

5.Finally, click the Send button and off it goes!

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Sending an E-mail Message

E-mail is by far the most popular service on the Internet. Sending messages is a snap.
Just follow these simple steps. (Although this example uses Microsoft Outlook, most email programs work the same way.)
1. Open your e-mail program and launch a new message window by clicking on the
appropriate icon.

2.In the TO box, type the name of the recipient. It should take this form:
comments@learnthenet.com. Make sure you enter the address correctly or the
message will return to you.
You can send a message to more than one person by entering multiple addresses. Just
put a semicolon (;) between each address.
You can also send a copy (cc:) and a blind copy (Bcc:) to multiple addresses.
Your return address is automatically sent to the recipient.

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3. Type the subject of the e-mail.

4. Write your message in the message window. You can also copy text from a word
processing program and paste it into the window.

5. Click the Send icon or select Send from the File menu and off it goes.

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Outgoing business correspondence log book

Sorting outgoing mail
Each legal firm will have its own preferred method for collecting and sorting the
outgoing mail. If these methods are not documented in the firms Policies and
Procedures Manual then make sure you consult your supervisor.
Some firms will expect you to collect the mail that needs to be sent that day from
various locations. This may include lawyers offices and other offices, such as accounts
or administration offices. Other legal firms will have a procedure that involves all
personnel depositing their outgoing mail in a central location.
Example of an Outgoing Mail Register
Date mail
sent

Sender

Matter
Number

Content

18/09/2000

H.
Gleitman

2000HG2355

Copy of Vendors
Statement.

Sent to
Smith and Tong
Partners,
1200 Carlisle St
Melbourne

Method of
delivery

Cost of
delivery

DX

N/A

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Mr Davenport
18/09/2000

H.
Gleitman

2000HG2247

Progress Report
12 Rock Road

Flash
Couriers

N/A

Toorak

Preparing urgent mail for dispatch

As with other outgoing mail items you should prepare urgent mail items appropriately.
Depending on the delivery method used, there may be a number of tasks that you have
to perform to prepare the mail. As appropriate these tasks may include the following:

Checking that the correct contents are included

Checking that the correct address has been attached

Contacting the service provider

Weighing the mail item

Ensuring that the correct wrapping is used, such as a satchel.

Each service provider may have other specific requirements, such as the completion of
certain documentation that you need to be aware of. If you are unclear as to how to
prepare an item you can contact the service provider.
Procedures for handling outgoing mail
Steps in the handling of outgoing mail:

the mail is placed in a tray for outgoing mail

the mail clerk sorts the mail into batches and records the mail items in the
outgoing mail register
the mail clerk weighs the letters to determine the cost of postage

Question
1. What is outgoing communication?

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----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

2. State procedure of facsimile

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Reference
-

https://www.google.com.my/search?
biw=1024&bih=461&noj=1&site=webhp&q=how+to+handle+outgoing+mail
&oq=how+to+handle+outgoing+mai&gs_l=serp.1.0.0j0i22i30l2.11786.13734.
0.17708.5.4.0.0.0.0.242.444.1j1j1.3.0.msedr...0...1c.1.62.serp..3.2.198.Fe7lOT
cD4jI

https://www.google.com.my/search?
biw=1024&bih=461&noj=1&site=webhp&q=how+to+handle+outgoing+com
munication&oq=how+to+handle+outgoing+communication&gs_l=serp.3...9

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5966.119617.0.120057.36.31.0.5.5.0.222.2886.16j11j1.28.0.msedr...0...1c.1.62.
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https://www.google.com.my/search?
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https://www.google.com.my/search?
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